Course description

Handling Difficult People and Situations - In-House Training

This course equips students with the skills to understand why some people and situations seem – to them to be difficult and to learn the skills, tips and tactics with which to communicate effectively even with the most difficult of people and the most difficult of situations. In the morning, participants will explore personality traits – what each personality is like and how best to communicate with each personality type using insights personality profiling.

Each delegate will have the chance to assess their own personality and that of their colleagues, team members and customers in order to gain an insight into how they could communicate better. The afternoon session then looks at practical tips on how to deal with each personality type using practical sessions to reinforce the theory.

The course is run by Anne Selwyn who is an ILM qualified coach and NLP qualified to Trainer level and Margaret Hartley owner of Benchmark and trainer for over 25 years.

Suitability - Who should attend?

This course is ideal for anyone in the organisation handling difficult people or situations or just wishing to improve communication.

Outcome / Qualification etc.

When you leave this course, you will be equipped with the skills to use immediately to improve communication.

Training Course Content

This course will cover the following topics amongst others:

staying relaxed

assess the personality type

know the outcome you want

chose the right behaviour

buy yourself time

ask the right questions

listen effectively

look, listen, read for linkage

tone of voice

body language

choose face to face, telephone or email

Expenses

Contact Benchmark Training to discuss the pricing of this in-house course.

About provider

Train with Benchmark - In-House or Open Courses in Leeds

If you or your organisation needs to build skills in reception work, cold calling, team leadership, personal sales, debt collection, handling difficult people, train the trainer or presentation skills, Benchmark will deliver a comprehensive one to three day training and...